Customer Success Manager

RTX; Crawley; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading aerospace company is seeking a Customer Success Manager in Crawley, UK. This hybrid role combines technical account management with customer support, focusing on resolving technical issues related to aviation communication systems. Candidates should have a minimum of 3 years of relevant experience and be proficient in interacting with diverse customer levels. The position offers competitive salary and benefits, including annual leave and a pension scheme, fostering professional development through training and mentorship.

Benefits

25 days annual leave plus bank holidays

Competitive salary

Bonus scheme

Fantastic pension scheme

Private medical insurance

Employee Assistance Programme

Qualifications

• Minimum of 3 years’ experience in a similar role.
• Knowledge of air-to-ground and ground communication networks and systems.
• Ability to interact with customers at all levels.

Responsibilities

• Conduct technical account management and deployment of products and services.
• Deliver customer success management and service delivery.
• Develop and provide technical training for customers.

Skills

Technical knowledge

Customer service experience

Technical deployments background

Communication skills

Fluency in Microsoft Office

Job description

Apply now and be part of the team that’s redefining aerospace every day. Collins Aerospace, an RTX company, is a leader in technologically advanced and intelligent solutions for the global aerospace and defence industry. We are looking for a Customer Success Manager with technical knowledge, customer service experience and technical deployments background, including IT/Networks and air‑to‑ground communications and operation systems in the aviation arena.

In this hybrid role (two days a week in the office) you will apply your technical experience and customer focus to support, train and deploy products and services under the Collins Connected Aviation business unit. You will resolve a broad range of technical challenges while providing a world‑class service experience to our customers.

What you will do

• Conduct technical account management and deployment of products and services, including setting up services for new and existing customers.
• Deliver sound customer success management and service delivery by fostering close relationships with customers, understanding their needs and how they operate, identifying new opportunities, and conducting quarterly business reviews.
• Develop and provide technical training for all customers and services as required.
• Collaborate closely with Product Owners and Program Management teams to deliver services within projected deadlines, providing feedback and product enhancement requests from customers.
• Act as the first point of contact for customer success related issues, identifying analysis and recommendations for resolution, ensuring corrective action is implemented and communicated to the customer.

This will include but not limited to:

• Datalink technical issues (ACARS, CPDLC and SATCOM)
• Connected Cockpit Solutions including FOMAX for Airbus family aircraft, InteliSight AID, A350 MIAM
• Ground Network messaging protocols
• Flight Hub, Flight Plan & Tracking optimisation and Electronic Flight Folder systems
• Aircraft‑predictive health maintenance solutions
• Gather and collate technical information and communicate it effectively across cultures and time zones

Experience & Qualifications we prefer

• Minimum of 3 years’ experience in a similar role
• Knowledge of air‑to‑ground and ground communication networks and systems
• Ability to interact with customers at all levels, including Senior Directors, Engineering, Flight Operations and business management
• Fluency in Microsoft Office

Highly Desirable

• Understanding of airline operational processes and practices
• CCNA / ITIL certification
• Working knowledge of ITIL, IT and networking principles
• Spanish, French or Arabic language skills

What You Will Learn

Professional Development: Gain access to company‑sponsored certifications and training programs, mentorship and guidance from industry leaders, and opportunities to develop leadership skills by driving high‑impact projects.

What we offer

• 25 days annual leave plus bank holidays
• Competitive salary
• Bonus scheme
• Fantastic pension scheme
• Critical illness cover
• Income protection
• Private medical insurance
• Employee Assistance Programme, cycle‑to‑work scheme, and other employee discounts

At Collins Aerospace we are driving the industry forward through technologically advanced and intelligent solutions for global aerospace and defence. Join us as we continue to redefine aerospace as One Collins.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, colour, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.